Customer Support Representative II (Remote - Mexico)

This is a remote customer support position with a large global data and analytics company. You will be the first point of contact for clients who reach out for help, resolving technical questions across the company's software, hardware and communication tools. The role is an individual contributor position that rewards strong technical troubleshooting, clear communication and consistent service quality.

What you'll do

• Respond to and resolve client inquiries through the helpline, keeping interactions professional and helpful.
• Manage your own ticket volume and follow assigned staffing schedules to keep response times on target.
• Meet service level agreements by following established quality and procedural guidelines.
• Complete training sessions and apply feedback quickly to stay current on the company's applications.
• Escalate complex issues to senior technical teams and clearly explain solutions to clients and internal colleagues.
• Log all client interactions and technical steps accurately in the support system and flag recurring software or hardware problems to management.

What you need

• Prior experience in technical support, help desk or customer service, with strong troubleshooting skills.
• Comfortable explaining technical solutions clearly to non-technical clients, in both written and spoken communication.
• Proficiency in Spanish and working knowledge of English for client and internal communication.
• Able to work the staffing schedule assigned and maintain reliable availability.
• Strong attention to detail when documenting interactions and contributing to knowledge base articles.
• Must be based in Mexico to apply.

Applicants must be based in: Mexico.

How to apply

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